Delete it yourself, in the app
This is the fastest route and it needs nobody's help. In the Basis app, open Settings → Account → Delete account and confirm.
Deletion is immediate and permanent. There is no grace period, no recovery window and no way for us to undo it. Signing back in afterwards creates a new, empty account.
Or ask us to do it
If you no longer have the app installed, cannot sign in, or would simply rather we did it, you do not need to reinstall anything. Send us a request:
Or simply email support@basisiptv.com from any address.
Include the email address your Basis account uses, and say that you want the account deleted. That address is the only thing we need to find the account, and we will not ask you for a password. We action requests within 30 days, and in practice much sooner.
What is deleted
Everything below goes with the account, permanently:
- the account itself and the email address it was created with;
- your profiles, including any Kids profiles and their PINs;
- watch progress and favourites, on every device that syncs to the account;
- any IPTV server login you chose to save to the account, including the playlist and guide addresses inside it;
- your custom categories;
- notification tokens and notification preferences;
- any feedback you sent us from inside the app;
- your purchase records held by us;
- any waitlist entry made with that email address;
- your email address on any public feature request you posted. The post itself remains, with nothing attached to it that identifies you.
Credentials for an IPTV service you never saved to the account were only ever on your device. Signing out removes them from that device immediately.
What is kept, and why
One thing survives, and we would rather say so plainly than leave it unstated.
If you have ever started a free trial, we keep a one-way hash derived from your card's metadata — its network, issuing bank, last four digits and expiry. It is not your card number, it cannot be turned back into your card details, and it is used for one thing only: deciding whether a card has already had its free trial. If it were deleted with your account, anyone could delete and re-create an account to take an unlimited number of trials.
When you delete your account, the link between that hash and you is severed. What remains is not connected to your name, your email address or any account.
Two other things sit outside our database and are not ours to remove:
- crash and diagnostic reports already sent to Google, which are held under Google's own retention schedule;
- payment records held by our payment processor, which it retains under its own policy and under financial regulation.
Deleted data is removed from our live database at the moment you confirm. Encrypted database backups are kept on a rolling schedule and are overwritten in the normal course; we do not restore deleted accounts from them.
Your other rights
Depending on where you live, you may also have the right to access, correct or export your personal data, to object to or restrict processing, and to complain to your data protection authority. Use the same form above for any of those. See our Privacy Policy for the full detail of what we collect and why.